PeopleMetrics

JANUARY 24, 2025

CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support. To build a world-class VoC program, you need to analyze and improve the entire customer journey, not just service touchpoints.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints. So start there.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. I hope this makes sense, and if not, I am interested to hear your thoughts.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Support and service. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

OCTOBER 17, 2024

Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. This question, often presented in a Net Promoter Score (NPS) survey, helps measure customer loyalty. How frequently do you use our product/service?

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Key Takeaways First impression surveys are most effective when sent immediately after a key interaction , such as a website visit, a purchase, onboarding, or customer support. It’s where curiosity turns into connection – or, if you’re not careful, disinterest.

Events 120

Events Feedback Interaction E-support 120

InMoment XI

NOVEMBER 15, 2023

By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. As a result, businesses gain valuable insight into customer expectations, which guides strategy on boosting retention and loyalty. Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

CSM Magazine

DECEMBER 17, 2024

CRMs, e-commerce platforms), transforming it into meaningful formats, and loading it into a data warehouse for analysis. Reverse ETL flips this process by taking data from your warehouse and syncing it back into operational toolslike sales platforms, customer support software, or marketing tools. The result?

E Commerce 52

E Commerce Insights E-support Customer Experience 52

InMoment XI

FEBRUARY 14, 2024

Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. Omnichannel strategies prioritize seamless integration and consistency across all customer touchpoints. What is Omnichannel Customer Experience?

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Alida

FEBRUARY 1, 2017

In a world abundant with choice, how can companies win the long-term loyalty of customers? From Wunderman’s perspective, wantedness is the “degree to which a brand proves its commitment to earning a customer’s business across every touchpoint and throughout the entire path to purchase.”. For every Coke, there’s a Pepsi.

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

Kustomer

AUGUST 24, 2021

The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

CSM Magazine

DECEMBER 5, 2024

Companies that prioritize CX are more likely to see higher customer satisfaction, loyalty, and long-term success. Their job is to develop and execute strategies that enhance the overall experience of your customers, ensuring every touchpoint—from first contact to post-service—is seamless, satisfying, and aligned with your brand promise.

E Commerce 52

E Commerce E-support Leadership Touchpoint 52

Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Analyze customer interactions across multiple touchpoints. Personalization boosts loyalty and revenue through data-driven insights. Customer service interactions – Including live chat, phone calls, and email support.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad My Comment: We kick off this week’s Top Five roundup with an article that could fall under the category of marketing, however, what drives loyalty and increases average lifetime value is the customer experience. Here are my top five picks from last week.

Article 138

Article E Commerce 2021 Customer Service 138

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. What is A Customer Experience Improvement Program?

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

CloudCherry

DECEMBER 1, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! This loyalty translates to an insanely high Net Promoter Score (NPS). Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

InMoment XI

JULY 18, 2024

Furthermore, when customers see that their feedback is valued and acted upon, it fosters a sense of trust and loyalty, encouraging repeat business and positive word-of-mouth. Build Customer Loyalty Customers like knowing that the companies they frequent are interested in hearing and acting on customer feedback.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

GetFeedback

JULY 25, 2018

trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. And how can businesses win back customer loyalty? Data shows that personalized support is the top priority for consumers. Data shows that personalized support is the top priority for consumers.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Example: An e-commerce platform could use AI to predict potential shipping delays and proactively notify customers, offering alternative shipping options or compensation for the inconvenience.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This leads to increased customer satisfaction, loyalty, and retention. Online communities : Online communities can encourage discussion and engagement.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. However, brand loyalty has become just another ‘buzz-phrase’. What Is Brand Loyalty. What is brand loyalty? How to build brand loyalty? There is an out and out need to rethink what brand loyalty really means.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Instead, you need unified data analytics to connect every touchpoint and every voice. Forecast demand trends to optimize staffing, inventory, or support capacity.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Optimove

JUNE 1, 2023

At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize. Instead, customers embark on a complex journey influenced by multiple touchpoints and channels.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. But, there are more benefits to a well-crafted retail customer experience that go beyond customer loyalty. What is the Retail Customer Experience? Let’s examine a few: 1.

Retail 195

Retail Customer Experience Social Media NPS 195

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies. What is CustomerGauge?

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Let’s start. We’ve mentioned this earlier: Over 80% of enterprise data now is unstructured. The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today. Improve customer lifetime value.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

CSM Magazine

FEBRUARY 5, 2025

Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. A purely human-driven contact center can struggle to scale, while an entirely AI-driven support system may lack the personal touch needed to address complex inquiries.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Knowing your retention rate will help you to understand the loyalty of your customers and help you to understand why your customers are staying or leaving. customer churn and retention, higher advocacy and finally revenue.

Customer Experience 141

Customer Experience NPS Touchpoint Customer Centricity 141

Thematic

MARCH 26, 2025

Customer loyalty is no longer guaranteed—it’s earned through continuous improvement. " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Why does the customer feedback loop matter?

Feedback 62

Feedback Social Media Customers E-support 62

Wootric

MARCH 15, 2020

We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty? How can you plan to support your employees through these challenges? Be a good citizen.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

Thematic

FEBRUARY 3, 2025

Customer Support: Resolving Complaints and Improving Service In customer support, speed and accuracy are everything. Such is the case of DoorDash, which used Thematic’s text analytics to review support tickets. Having found this, Vodafone improved Touchpoint Net Promoter Score (tNPS) within nine months.

E-support 62

E-support Social Media Net Promoter Score 2028 62

CloudCherry

NOVEMBER 9, 2018

Credit Unions are generally well-liked by their members – but did you know that some credit unions have stronger member loyalty than Apple?! This loyalty translates to an insanely high Net Promoter Score (NPS). Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150